Our focus as a sugar-free instant tea brand is, and will always be, customer first. When someone reaches out to us on phone, WhatsApp, or Amazon, our response time is measured in minutes. We spend extra to have a dedicated, personal team responding directly because if someone takes time out of their day to talk to us, it is our moral obligation to listen.
Sometimes people have a genuine issue with an order. Other times, it is just a simple misunderstanding. But only a human being can take the time to understand context and bring genuine empathy to a conversation.
Last month, we ran a Buy One Get One sale on our healthy tea premixes. As a team sitting in a major city, we assumed the mechanics were obvious. We figured everyone knew you had to add two items to your cart for the checkout system to make the second one free.
But instant chai is a universal drink across India. For many of our customers, if a brand advertises Buy One Get One Free, they naturally assume they just have to order one, and we will pack the second free item in the box.
We had a few customers from Odisha call up quite upset because their free item was missing.
We could have easily pointed to the cart rules or website terms. Instead, our team got on the phone, explained the confusion, and assured them we would make our website messaging clearer next time. Then, we sent them their free item anyway, only asking them to cover the shipping.
Every single customer matters to us. A few days later, that same customer from Orissa left us a five star review, specifically mentioning how understanding our team was. It does not take much to help someone out, and we will always swing in favor of the customer.
Sometimes, delivering a great experience means dropping everything to help out with a personal emergency.
We have a long time customer in Jaipur who happens to be the CEO of a large company. He was scheduled to fly out to Hong Kong for a major trip, and he had asked his team to order his regular supply of our travel-friendly tea premixes so he could take them with him.
His team forgot to place the order on time.
Two days before his flight, he called us in a panic. Standard shipping timelines would have never made it to Jaipur in time. Instead of giving up, our team dropped what they were doing, bypassed the standard packaging queue, and rushed out an express dispatch.
He received his instant tea powder right before heading to the airport. A few days later, he sent us a photo of him and his wife enjoying our healthy instant beverage looking out over the Hong Kong skyline.